Operations Lead | Onsite Quezon City

Gratitude Philippines; Manila; On-site; PHP 1,200,000 - 2,300,000; Full time

Job summary

Gratitude Philippines is seeking an experienced production support lead to act as the technical authority for TSYS solutions within our payments ecosystem in Manila. You will review and challenge proposed solutions, assess design, and ensure performance and scalability targets are met.

You will collaborate with UBP and internal teams, reduce escalations, lead incident triage, and drive root-cause analyses, ensuring smooth L2 operations and timely risk mitigation.

Qualifications

• College Graduate
• Act as the primary technical authority to review and challenge TSYS proposed solutions.
• Critically assess solution design, including
• Performance parameters (e.g., transactions per second, scalability)
• Work closely with UBP and internal teams to: Align TSYS solutions with bank-specific requirements
• Bridge the gap between ticket management and deep technical analysis
• Hands on experience in SQL, Unix/ Linux
• Not a job hopper

Responsibilities

• Leverage UBP expertise to evaluate contractual and technical commitments
• Drive escalations where necessary with clear data-backed insights.
• Provide hands‑on leadership for production and operational calls.
• Reduce dependency on UBP leadership for issue resolution by: Bringing strong TSYS domain expertise
• Enabling faster triaging and root cause analysis
• Ensure smooth functioning of L2 support and technical operations.
• System resilience, failover, and operational readiness
• Identify gaps, delays, and inconsistencies in TSYS responses and drive timely resolution
• Ensure proactive mitigation of risks (e.g., RC91, performance bottlenecks).
• Perform incident triage, root cause analysis (RCA), and resolution within defined SLAs
• Serve as the single point of accountability for coordination with TSYS and other ecosystem stakeholders

Skills

TSYS Platforms

Production support

ISO 8583

SQL

Unix/Linux

Database management

Splunk

AppDynamics

Dynatrace

Root Cause Analysis

Leadership Skills

Ticket Management

Education

College Graduate

Tools

SQL

Unix

Splunk

AppDynamics

Dynatrace

Job description

Qualifications:

• College Graduate


• Act as the primary technical authority to review and challenge TSYS proposed solutions.


• Critically assess solution design, including


• Performance parameters (e.g., transactions per second, scalability)


• Work closely with UBP and internal teams to:


• Align TSYS solutions with bank-specific requirements


• Bridge the gap between ticket management and deep technical analysis


• Hands on experience in SQL, Unix/ Linux


• Not a job hopper

Responsibilities:

• Leverage UBP expertise to evaluate contractual and technical commitments


• Drive escalations where necessary with clear data-backed insights.


• Provide hands‑on leadership for production and operational calls.


• Reduce dependency on UBP leadership for issue resolution by:


• Bringing strong TSYS domain expertise


• Enabling faster triaging and root cause analysis


• Ensure smooth functioning of L2 support and technical operations.


• System resilience, failover, and operational readiness


• Identify gaps, delays, and inconsistencies in TSYS responses and drive timely resolution


• Ensure proactive mitigation of risks (e.g., RC91, performance bottlenecks).


• Perform incident triage, root cause analysis (RCA), and resolution within defined SLAs


• Serve as the single point of accountability for coordination with TSYS and other ecosystem stakeholders

Skills:

• TSYS Platforms


• Experience in production support


• ISO 8583


• SQL


• Unix/Linux


• Database Management


• Splunk, AppDynamics, Dynatrace


• Root Cause Analysis


• Leadership Skills


• Ticket Management